POS Service level agreement

SLAs can be complicated technical documents full of terminology that is difficult to decipher. We would like to take to explain, in plain language, what the details are.

• A. Bizzon Service Level Agreement (SLA) for all the Merchants guarantees 99.9% monthly uptime.
• B. We have designed our SLA to be transparent, based directly on the information we make publicly available on our status page https://status.bizzon.com.
• C. Scheduled downtimes are unusual and we will avoid them as much as possible.
• D. If, despite our efforts, monthly uptime of 99.9% is not met, we will offer you financial credits as described below.

There are a lot of systems and applications running in the Bizzon ecosystem. This SLA covers:

• 1. Bizzon Restaurant Management and other web applications hosted by Bizzon;
• 2. Bizzon Applications (e.g., Bizzon Point of Sale, Bizzon Kitchen Display System);
• 3. Web APIs hosted by Bizzon (e.g., Payments API);
• 4. Automatic background processes (e.g., settlement), (the "Bizzon Platform").

Monthly uptime is the percentage of total possible minutes the Bizzon Platform was available to you. Here is how we calculate this:

Monthly uptime = 1 - (monthly downtime minutes / total possible monthly minutes)

The actual monthly uptime can be always checked by you at https://status.bizzon.com.

Downtime is based on two factors: the number of minutes the Bizzon Platform was unavailable, and the percentage of the Merchants that were affected. If the Bizzon Platform is down, we use server monitoring software to measure server-side error rates, ping test results and other performance and availability metrics. At the end of each month, we sum up downtime periods together to calculate the overall monthly downtime period. Please note that downtime does not affect everyone at the same time or in the same way: Bizzon could be experiencing an outage, but your property is unaffected, and vice versa.

Some scenarios do not count towards downtime. Here are some examples:

• i. Slowness with certain features (reports, search, delays in background operations and jobs);
• ii. Issues affecting only your enterprise that are related to external apps or third parties;
• iii. Communication issues caused by third party systems (e.g., PMS downtimes);
• iv. External network problems outside of our control (e.g., bad configuration on ISP side);
• v. Scheduled downtimes;
• vi. Issues that resulted from your breach of Agreement based on which we provide you with our Services, or from your breach of our instructions or documentation;
• vii. Issues that resulted from any actions or inaction by you or third-party;
• viii. Issues that arise from our suspension or termination of your right to use Bizzon in accordance with the Agreement; or
• ix. Other issues caused by factors outside of our reasonable control.

If scheduled downtime is necessary, we will give you at least 48 hours advance notice. However, we have never had to use a scheduled downtime during the lifetime of the Bizzon Platform, and we would like to keep it same way. We will always try to find ways, how to maintain the system without affecting its uptime. We have already committed to this by implementing zero-downtime updates of the system.

If Bizzon does not meet the monthly uptime of 99.9%, Bizzon will offer you financial credits. The financial credits represent a sum calculated as a percentage of your monthly Fees for the Bizzon Platform (fee for the provision of Services excluding installation and training fees, the Merchant service fees, travel and other costs and other one-off fees as may be applicable) (the "Monthly Fee") that will be credited to your future invoice.

Financial credits are calculated as follows:

Financial credits = (99.9 – actual monthly uptime) × 5% of Monthly Fee

Formula shall be read as follows:

Guaranteed uptime amounting to 99.9% minus actual monthly uptime, the difference between these values multiplied by 5% of the Monthly Fee.

For example, if the actual monthly uptime is 99.5%, you would be eligible to receive: (99.9 - 99.5) × 5% of Monthly Fee = 2% of your Monthly Fee.

Please note that the maximum amount of credits that can be awarded by Bizzon shall not exceed 100% of Monthly Fee payable to Bizzon.

As explained, downtime does not affect everyone at the same time or in the same way, and therefore we find it reasonable to provide financial credits only upon your request. Our relationship is based on trust. We believe that you will ask for credits only if you think you should receive them. To receive the credits, contact us by sending an email to your Account Manager by the 15th of the month following the month in which monthly uptime of 99.9% was not met.

The financial credits set for in this section are the sole and exclusive remedy for you, and Bizzon's sole and exclusive liability, for any failure of Bizzon to meet any obligations arising out of this SLA.

You can contact our HelpDesk either by sending an email to support@bizzon.com or through the contact form within the Bizzon Platform.

If you contact us via HelpDesk, we guarantee to respond to your request and resolve the reported incident within the time scale in the tables below. There are different response and resolution times depending on the seriousness of the reported incident.

Types of requests

In Bizzon we distinguish amongst three types of incidents/requests (critical, high priority and general) and for each of them we guarantee different response and resolution time.

• I. Critical requests: mean requests for support concerning errors due to which system is completely unavailable (i.e., a failure of the whole Bizzon Platform).
• II. High priority requests: mean requests for support concerning any of the following errors: (i) a failure of one or more core functions of system not causing complete unavailability of the system (such as unavailability of invoicing or taking payments), (ii) core functions and features of system are available and functioning, however, production is functioning at a materially impaired rate (such as slow performance of the system or any substantial part of it).
• III. General requests: mean request for support concerning (i) errors not preventing productions but impairing non-production operations (such as inability to check-in/check-out in a standard way), (ii) other errors, and (iii) procedural problems encountered in the use of the system.

Response time and resolution time

If you contact our HelpDesk, Bizzon will acknowledge the receipt of your request within the specified response time based on your support package and will resolve the reported incident within the specified resolution time by solving the root cause of the incident or implementing a workaround or any other method of resolving the request/incident.

It is difficult to predict the nature of the incident, and therefore it is also difficult to determine how long the resolution time should be in general. Nevertheless, it is crucial for us to fix the most severe incidents asap, and therefore we have taken a decision that when a critical request is made, it will be resolved within 24 hours from the time when you notified us of the incident. This SLA does not stipulate any specific time limit for resolving high priority requests, however, what we guarantee when it comes to high priority requests is that after reporting high priority incidents, Bizzon will start working on a resolution plan which will be shared with you. In this plan you will be informed what resolution time is and what steps will be taken by us to resolve the incident.

Knowledge Base

You will get unlimited access to Knowledge Base which contains collections of guidelines, FAQ, articles in connection with the usage of the Bizzon Platform and the Services. Knowledge Base is available via https://help.mews.com/s/?language=en_US.

Bizzon University

You will get access to Bizzon University which contains selection of video tutorials that helps to get started with the Bizzon Platform and use of Services.

If we use the term "you" within this SLA, we refer to the "the Merchant" as defined in the Agreement. The term "we" refers to "Bizzon" as defined in the Agreement. Other capitalised words shall have the meaning ascribed to such words in the Terms of Use (available at Terms of use).

This SLA applies only to the Merchants who concluded the Agreement. This SLA does not apply to individuals or guests using the Services.

From a legal point of view, it is important to determine what document prevails in the event is conflicting terms in different documents, and therefore we use the following order of priority:

• 1. the Quote;
• 2. the Data Processing Addendum;
• 3. this SLA; and
• 4. the Terms.

Bizzon reserves the right to change this SLA from time to time. Any such change will be notified via email, our website, or the Account at least 30 days before the effectiveness of such change.